We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381082 results
-
Decision Reference DRN-5543518
22 Aug 2025 AXA PPP Healthcare Limited Not upheldInsuranceDRN-5543518 The complaint Mr H complains about how AXA PPP Healthcare Limited handled a claim under a private health insurance policy. What happened Mr H is covered by a health insurance policy, which is provided by AXA. He had two appointments with AXA Doctor at Hand service provided ... (2 pages)View decision -
Decision Reference DRN-5737081
22 Aug 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5737081 The complaint Mr A and Mrs K complain that Aviva Insurance Limited unfairly voided their commercial property insurance policy and didn’t deal with their claim following a fire. Mr A and Mrs K are joint policyholders, but for ease of reading, and because he’s done most of the... (3 pages)View decision -
Decision Reference DRN-5728914
22 Aug 2025 U K Insurance Limited UpheldInsuranceDRN-5728914 The complaint Mr S complains that U K Insurance Limited trading as Churchill (“UKI”) mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a sports car, made by a premium-brand car-maker and first... (4 pages)View decision -
Decision Reference DRN-5441014
22 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5441014 The complaint Mr K complains U K Insurance Limited turned down a claim he made on his rent guarantee insurance policy. What happened Mr K has landlord insurance with UKI which includes rent guarantee cover. At the start of January 2024 he claimed on his policy for assistance... (3 pages)View decision -
Decision Reference DRN-5643354
22 Aug 2025 AWP P&C S.A. UpheldInsuranceDRN-5643354 The complaint Mr S, Mr S and Mrs S complain because AWP P&C S.A. (‘AWP’) hasn’t paid a cancellation claim under their travel insurance policy. All references to AWP include the agents appointed to handle claims on its behalf. This complaint has been brought to us by Mrs ... (3 pages)View decision -
Decision Reference DRN-5748781
22 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5748781 The complaint Mrs P has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened I issued my provisional decision on this complaint on 25 July 2025. I wanted to give both sides a chance to provide any further evidence an... (5 pages)View decision -
Decision Reference DRN-5748850
22 Aug 2025 AmTrust Specialty Limited Not upheldInsuranceDRN-5748850 The complaint Mrs B complains that AmTrust Specialty Limited unfairly declined a claim under her legal expenses insurance policy. Where I refer to AmTrust, this includes the actions of its agents and claims handlers for which it takes responsibility. What happened The deta... (3 pages)View decision -
Decision Reference DRN-5677422
22 Aug 2025 U K Insurance Limited Not upheldInsuranceDRN-5677422 The complaint Mr and Mrs P are unhappy with what U K Insurance Limited did after they made a claim on their legal expenses insurance policy. What happened In February 2024 Mr and Mrs P sought assistance from their legal expenses policy with a negligence claim against an NHS ... (4 pages)View decision -
Decision Reference DRN-5538390
22 Aug 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5538390 The complaint Mr T is unhappy with the offers that Domestic & General Insurance Plc (“D&G”) made in response to his claim for a television repair. What happened The background to this complaint is well-known to both parties, so I’ve summarised what I think are the ke... (3 pages)View decision -
Decision Reference DRN-5746001
22 Aug 2025 ManyPets Ltd UpheldInsuranceDRN-5746001 The complaint Ms S is unhappy with what ManyPets Ltd did when it sold her a lifetime pet insurance policy and in its subsequent administration of that policy. What happened Ms S took out lifetime pet insurance through Many Pets in 2018 for her cat T. Last year she raised con... (3 pages)View decision
